Klinik believes in working with customers to achieve success

November 1, 2018

At the core of Klinik’s customer service is a belief that customer success is the basis of the company’s operations. This means that the Klinik customer success team does everything it can to provide a service that brings real relief to customers. In Finland, the Klinik online service is in use at over 400 healthcare facilities.

Although cooperation with Klinik does not always start from something being wrong, after the introduction of the Klinik online service, the customer will have fewer problems to deal with.

“Simply put, the team’s work is all about keeping the customers happy and developing the service. This is where it all starts”, says the Customer Success Manager at Klinik, Seidi Erätuli.

Sometimes, the customer is seeking a more effective way to provide their services, alongside existing ones. At other times, the customer wants a change, for example, to situations in which patients are too easily referred to the emergency room or feel that they cannot get through to book an appointment.

Customer first

Seidi says that the key thing about her work is to ensure that customers are satisfied with the service.

“In practice, my job is to listen to the needs of the customers and react to them. And if there is a problem, it is part of my job to solve it”, says Seidi.

According to Seidi, close contact is maintained with customers, especially at the beginning of the customer relationship.

“For me, the most important thing in my work is that we do everything the best we can and that customers are satisfied, because customers are our lifeblood. The most rewarding thing about this job is meeting people and realising that you are making others enthusiastic”, says Seidi.

Key Account Manager Mari Kärkkäinen also thinks that the best thing about her job is the people. “Sometimes you are in contact with people who are different from what you expected, or plans may change, but I see these only as positive challenges.”

"Even our most ardent doubters have seen that demand can be successfully managed with online triage."
Martin Eades, Managing Partner
Priory Medical Group
"We understand our patients like never before. We now have data on the true demand we face in general practice. We have the tools to share that workload across the whole primary care network."
Martin Eades, Managing Partner
Priory Medical Group
"We are seeing 8,000 more patients compared to the same time last year thanks to Klinik, and doing so with the same level of resources."
Martin Eades, Managing Partner
Priory Medical Group
“The system enables our clinicians to review the information provided by patients, and provides a suggested priority level. This allows us to ensure we have the patient see the right person at the right time.”
Dr. Azhar Ali, Managing Partner
Forth Medical Group
"Together with Klinik, we have invested the energy to make it the way we want it to be, and now we are seeing the results.”
Dr Sarmad Zaidi
Roxbourne Medical Centre
“Now Klinik is in place, we don’t ever want to go back. Our reception staff feel less pressured to act according to patient expectations, and the whole team feels that they are better placed to deal with all incoming queries. We can breathe now.”
Trupti Chauhan, Operations Manager
Roxbourne Medical Centre
"Now we know what the demand is, we can see what changes need to be made, and we can manage expectation and optimise the journey for every patient. We can assign the right level of resources to deal with the enquiry, and use the most expensive resource where it’s most effective."
Trupti Chauhan, Operations Manager
Roxbourne Medical Centre
“Feedback from other practices using the system was very positive, especially how responsive the company was to people’s needs.”
Dr Michael Curran, GP partner
Church Street Medical Centre
“For any other practice I would say this would make a valuable addition to the practice. In the current environment, it is becoming essential to have an efficient triage service that can assess risk and identify urgency, so that care can be given according to need, rather than demand. I would strongly recommend this to any GP practice.”
Dr Michael Curran, GP partner
Church Street Medical Centre
"With the Klinik online consultation service, we can now get the correct patient to the correct point of care in the most efficient way."
Dr Thomas Patel-Campbell
Haxby Group